Customer Service Representative - English (Hybrid)

Cross Border Talents; Porto; Hybrid; EUR 12,000 - 18,000; Full time

Job summary

Cross Border Talents is hiring for a customer service representative in Porto, Portugal. The role handles inbound and outbound inquiries across phone, email and chat, providing accurate answers with care.

Fluency in English is essential and interactions are logged in a case management system. We offer paid training, a supportive team leader, clear quality guidance, and opportunities for career development within a multicultural environment.

Qualifications

• Fluent level in English.
• Strong written and spoken communication.
• Ability to multitask across several systems.

Responsibilities

• Answer customer questions by phone, email and chat in a friendly, professional tone.
• Resolve requests accurately using the tools and knowledge base provided.
• Record every interaction clearly in the case management system.
• Meet quality, productivity and customer satisfaction goals.
• Escalate complex cases to the correct team following the defined process.

Skills

English fluency

Customer service

Communication

Team player

Tools

Case management system

Job description

Looking for English speaking jobs in Porto, Portugal? We are hiring customer service representatives to join a multilingual team supporting an international client. In this role you will handle inbound and outbound customer contacts and resolve questions with care and accuracy. Fluency in English is essential, and your language skills will be used every day.

Key responsibilities:

• Answer customer questions by phone, email and chat in a friendly, professional tone.
• Resolve requests accurately using the tools and knowledge base provided.
• Record every interaction clearly in the case management system.
• Meet quality, productivity and customer satisfaction goals.
• Escalate complex cases to the correct team following the defined process.

Requirements:

• Fluent level in English.
• Excellent written and spoken command of the languages listed in this advert.
• A professional, friendly and patient communication style.
• Comfort working with computers and several systems at the same time.
• Reliability, attention to detail and a team-first attitude.
• Ability to stay calm and focused in fast-paced environments.

What we offer:

• Paid training and onboarding before you take your first contacts.
• A supportive team leader and clear quality guidance.
• Career development paths and internal progression opportunities.
• A friendly, multicultural working environment.

Location and working arrangement:

This is a hybrid position based in Porto, combining office and remote working. Working hours: Monday to Friday - 08:00 to 17:00 Days Off - Saturday and Sunday.